Cancelled the warranty Place ,but no refund

Good day

Please assist me with this ,i have cancelled the motovaps warranty due to it not having a wear and tear cover,i have contacted Motovaps and they informed me the have not received the payment i made on the 20th of October and they did debit the account and told me they will refund me back and till today i have not received my refund please help i have went to the bank and they told me they are unable to reverse it i have tried on the banking app but still the same thing. This is very poor service